Cmtp hilton hotel

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  • 1. Institute of Professional Education and Research cmtp Presentation on Hilton HotelsPresented by:GOVIND DHAKAD
  • 2. Introduction• STARTED -1919 , went public in 1946• INDUSTRY - Hospitality• EXPANSION - Nationally (north America) & Internationally• DIVERSIFICATION - Casino & vacation ownerships• BRAND - 54 owned properties 462 managed properties 2390 franchised properties
  • 3. OWNERS ENTITITES OF LODGING INDUSTRY THEMANAGEM BRAND ENTCOMPANY
  • 4. Introduction• One of the biggest players in the US lodging industry.• Need for integrated technology infrastructure called ONQ.• For excellent services to customers and bring competitive advantage :CRM implemented
  • 5. Identification of bestguest through ONQ CRM
  • 6. CRM INITIATIVE• Use of technology to maintain a better relationship with best guest.• Hilton 4 Categories of guest BEST GUEST LOCAL VIPs 4+ FAST REZSatisfaction and Loyalty Tracking (SALT)
  • 7. Treatment of best guest •Recognition •Personalization •Service Recovery •Customer Analytics
  • 8. CHALLENGES FACED- GOING GLOBAL• Access to capital high• Levels of employee turnover• Difficulty to achieve standardisation in service delivery operations.
  • 9. HILTON BRAND – (The competitive edge)Competitors – 1 . Marriott International 2 . Intercontinental Hospitality group 3 . Star wood , Resort worldwide & Global Hyatt corporation.1.Marriott – tradition , size & segment diversification2. IHG - larger in total size but less diversified3. Others - better brand management but lacking in strong presence in all segments.
  • 10. DILEMMA• The Blackstone acquisition offered the opportunity to decide whether the customer really matter initiative was worth reinvesting in or whether it had been a good program that had run its course?